Archives: Agenda

Automation, AI, Workflows, Operational Excellence

Most insurers are constrained by legacy systems, but what happens when there is none?

• Why most transformation fails before technology even matters
• Designing workflows before selecting tools or models
• What an agentic operating model actually requires at day zero

The most promising insurance tech you haven’t heard of yet.

What problem each solves — and why it matters now.

Early signals of where the market is going. What operators should watch out for next

Speaker tbc, MailMetrics

• Why organisations overestimate model limitations and underestimate process design
• The gap between what AI can do and what firms actually implement
• How to move from experimentation to repeatable, operational use cases
• What separates scalable AI programmes from stalled pilots

The shift from projects to performance: capability, speed and measurable outcomes.

The new rules of value creation are simple. Data’s value has always been contextual – the decision it informs, the model it trains, the risk it quantifies. We explore designing for the decision, not the dataset. Architecture decisions in year one become your cost structure in year three – architecture is a product strategy decision rather than a technology one. And the most valuable data investments you can make today are for use cases you haven’t built yet. The organisations that understand all three value levers are building a structural advantage that gets harder to close every year.

• How digital first insurers rebuilt claims, services and trust from scratch and what incumbents can realistically adopt now.
• What disruptors do differently, (beyond the hype) and where giants are closing the gap.
• The winning behaviours, models and mindsets shaping the next generation of insurers with practical takeaways for every organisation.

MODERATOR: Craig Beattie, Principal Analyst, Celent

• Hear how AXA Health is demonstrating the perfect AI and human synchronicity in action. AXA Health has 900+ agents handling 55,000 calls each week
• How a deployment reduced the cost of after-call work, increased co-worker capacity, and ensured standardised, high-quality information is consistently recorded after each customer interaction
• Deployed in only four months, AXA Health’s strategy with Verint Wrap Up Bot quickly captured the hearts and minds of agents – including previously sceptical team members

• Climate volatility is reshaping accumulation and pricing.
• The growing protection gap and insurer retreat from high-risk regions.
• How governments may intervene as markets become uninsurable.
• Transition risk; evaluating liability-side exposure as economies decarbonise.
• What insurers must redesign in modelling, capital and resilience.